Unable to cancel transaction

[icanaz]

We inadvertently charged a card 3 times and I need to cancel two of them. The system allowed me to "credit" one of them, but the other two do not provide that option. How do I void/credit another of the two transactions?

[CnP.Support]

Good day icanaz

Please do not post your patron's information in the open forum. We removed all identifiable information from the image to protect the patron's privacy. All we need to identify the record is the Order number.

Please post the order number for the transaction that you are unable to void/credit so we review the transaction.

[icanaz]

Order Number:
30017-170331122952626

[CnP.Support]

Good day icanaz

Recurring donations may be refunded in order of appearance from last to first. If you had 9 recurring payments you may refund the last one that has occurred, e.g. 9 and then 8, 7, 6

Refunds cannot be given randomly.

So please go to the recurring transaction and issue credit in the proper order.

Please let us know if we can be of more help.

[icanaz]

When I click on payment #9 (the most recent) and issue a credit , the system gives the following message: :There was a problem processing your request."

How do we rectify the situation?

[CnP.Support]

Good day icanaz

Please try now. We just reviewed it and it shows correctly as having been credited already.

Let us know when you have credited the next one.

[icanaz]

I was able to credit the 2nd one now. Thanks!

[CnP.Support]

Sure..

Please let us know if we can be of more assistance.